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Month: December 2015

I hope you’re having a great holiday season, with some of my downtime I’ve been able to watch some of the great video library of UserConf talks on the UserVoice YouTube channel. In no specific order here are five I’ve really enjoyed:

Robert Kranzke from CoSupport gives a fun talk on how he prevents burnout in Support by being himself (And not being a robot).

Erin McCaul and Chiaryn Miranda from Moz break down how they improved Support at Moz by improving team structure, updating the Support tools they used, and having fun with the content they provided to customers.

Olark noticed their Support feedback loop with customers started to become cut off with their engineering team as they only started to receive escalations. To fix this they introduced all hands support, doing so they learned more than they expected.